Are you a strategic leader who is passionate about delivering exceptional customer service and shaping the future of customer engagement? We’re looking for an experienced Head of Contact Centre to lead, inspire and develop a high-performing multi-site Contact Centre and planning operation within a dynamic Housing Association. In this pivotal leadership role, you’ll provide strategic oversight across customer contact, resource planning and repairs planning functions. You’ll be responsible for ensuring operational excellence while consistently delivering and exceeding the targets set out in the annual business plan. By championing a truly customer-centric culture, you’ll help ensure that services not only meet regulatory requirements but also deliver a seamless and positive experience for every resident. You’ll lead a large and complex customer service function, planning and organising activity to achieve high service standards and compliance with Consumer Standards. Working closely with senior stakeholders across the organisation, you’ll optimise the customer journey, strengthen collaboration, and ensure stakeholders fully understand the purpose, value and impact of the Contact Centre and planning teams. We’re looking for a leader who combines strategic thinking with operational expertise. You’ll bring senior-level experience in customer service management and strategy within a commercially focused environment, alongside a strong understanding of the social housing landscape. Your knowledge of housing legislation, regulatory expectations, and best practice in modern omni-channel contact environments will ensure the service remains compliant, forward-thinking and responsive to residents’ needs. Most importantly, you’ll be a confident change leader, someone who can drive transformation, embed new ways of working and inspire teams to embrace innovation while maintaining a relentless focus on customer experience. This is an exciting opportunity to shape the future of customer engagement, influence organisational strategy, and make a meaningful difference to the experience of residents every day.

senior-level experience in customer service management and strategy